Customer Solutions Manager

This is a fully remote position, open to applicants in United Arab Emirates (UAE).

📋 Description

• Serve as the main, dedicated contact for many of Ookla's most valued clients.

• Build and enhance relationships within customers' business and technical teams.

• Educate, train, and assist clients to ensure optimal use of the product suite.

• Address customer inquiries and concerns, troubleshoot business and technical issues, and manage escalations within Ookla.

• Engage with Directors and C-Level executives to understand business requirements.

• Collaborate with sales to assess account health, identify growth opportunities, and support pre-sales efforts.

• Represent customer needs within Ookla.

• Attend customer-requested meetings either onsite or via phone.

• Continuously enhance knowledge of new technologies to foster customer growth.

• Strategically analyze business, product, and technical challenges related to Ookla’s data products.

• Utilize AI tools for reporting, analysis, customer communication, and internal processes.

• Discover opportunities to automate repetitive tasks related to customer success, technical analysis, and operations.

• Support AI-driven dashboards, summaries, insights, and executive-ready outputs.

• Employ AI for market analysis, customer benchmarking, root-cause investigation, and trend identification.

• Collaborate with product, data, and engineering teams on AI-driven initiatives.

⛳️ Requirements

• 5–10 years of experience in enterprise-level, technology-related support or account management.

• Exceptional focus on customer satisfaction and a proactive approach.

• Experience in launching emerging products/services into new markets is highly desired.

• Capacity to build and foster relationships throughout customer organizations.

• Strong technical problem-solving abilities and a quick adaptability to new technologies.

• Proficient in data analytics tools, including Tableau, SQL, and advanced Excel functions.

• Experience in visualizing large datasets to illustrate value and quality to clients.

• Background in Data Modelling and AI & ML is beneficial.

• Familiarity with internet, cellular, and broadband technologies and infrastructure.

• Some experience with RAN/RF is preferred.

• Self-driven, demonstrating the necessary urgency and follow-through.

• Strong verbal and written communication skills across various organizational levels.

• Knowledge of Ookla’s product offerings or comparable technology-based products.

• Willingness to travel regularly for client meetings and Ookla corporate events.

• Strategic mindset with the ability to grasp the overall vision.

• Global business experience is advantageous, particularly in supporting an international clientele.

• Experience in Technical Program or Project Management is a plus.

• B.A./B.S. degree or equivalent; a Master’s degree or international business education is an advantage.

🏝️ Benefits

• Flexible and inclusive work environment.

• Opportunities for continuous learning in new technologies.

• Chance to work at a rapidly expanding company with a global presence.

• Customer-requested meetings, either onsite or via phone.

• Travel opportunities to meet existing clients and participate in Ookla corporate and team events.